Printable PDFSalesforce CRT-261 Exam Questions & Answers
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Vendor: Salesforce
Exam Code: CRT-261
Exam Name: Salesforce Certified Service Cloud Consultant (Service-Con-201)
Certification Provider: Salesforce
Total Questions: 682 Q&A ( View Details)
Updated on: May 23, 2026
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CRT-261 Online Practice Questions and Answers
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?
A. Insert a reference Thread ID in the email subject template
B. Use Omni-Channel to automatically route inbound email
C. Assign a user to manually manage incoming email
D. Convert to an On-Demand Email-to-Case setup
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls? Choose 2 answers
A. On the left sidebar of Salesforce Classic
B. On a new tab in the agent's browser
C. On the footer of the Lightning Console
D. On the Highlights Panel of a Primary tab
For which purpose should a contact center use visual workflow?
A. To escalate a case to the support manager if it has been open for more than 72 hours.
B. To automatically assign cases to a specific queue based on the customer support level.
C. To assign follow-up tasks to an agent one week after a case is closed.
D. To automate business processes for agents who troubleshoot customer support issues via phone.
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